Saudi Gazette report

RIYADH — Aramex recorded one of the highest complaint rates in Saudi Arabia’s postal parcel sector, with nine complaints per 100,000 parcels in the fourth quarter of 2024, according to the latest performance index released by the Transport General Authority (TGA). The report also highlighted the growing demand for postal parcel services in the Kingdom, with more than 48 million parcels delivered during the last quarter of 2024.

The index, part of TGA’s quarterly statistical bulletin on transport activities, ranked the top 10 postal parcel delivery companies based on the number of complaints per 100,000 parcels.

J&T Express and NAQEL Express had the best performance, each registering just one complaint per 100,000 parcels. They were followed by iMile Delivery in third place with two complaints, while DHL and GFS Express recorded three and four complaints respectively. Other companies had complaint rates ranging from five to nine per 100,000 parcels, while Aramex ranked with the highest number of complaints among them.

TGA emphasized that only delivery companies, which failed to resolve complaints within the stipulated time frame, are included in the index. Customers are required to first contact the delivery company, which has seven days to resolve the issue. If the complaint remains unresolved, customers can escalate it to TGA through its unified number 19929, allowing the authority to intervene, ensure compliance with regulations, and improve service quality.